Met 100%
on quality and SLA's
Team of 12
dedicated collection and recoveries agents
Circa 15,000
customers serviced each month
The opportunity
Our client sought a collection and recoveries operational team to service their customers using the banks own collection platform.
We had to meet a strict deadline, with an Implementation period of three months, driven by lender.
The portfolio included a mix of unsecured products, personal loans, overdraft and credit cards.
Customer centric solution
Provision of process and procedure manuals aligned to lenders platform functionality
A dedicated collection and recoveries operational service, supported by a set of shared service functions. Including Compliance and IT
A data analytics service using lenders platform to drive collection performance
Telephony and intelligent IVR solution
Provision of a service in accordance with all regulations and review and manage the impact of future regulatory development/change
Fair treatment of all customers and delivery of a service focused on customer outcomes
Digital roadmap to improve productivity and customer experience.
